POSITION SUMMARY The Coordinator, Customer Success owns the day-to-day coordination of orders from purchase order through delivery. This role is the customer's consistent point of contact after the sale — keeping projects on track, communicating proactively about status and timelines, and ensuring the customer hears about any change from AirWise as they happen
KEY RESPONSIBILITIES
- Own coordination of active orders from PO through production and delivery, keeping each on track against commitments.
- Serve as the day-to-day point of contact for customers after the sale — responding promptly and keeping them informed.
- Proactively communicate order status, lead times, and any changes to delivery dates before they become a problem for the customer.
- Maintain complete and accurate order information in the CRM through the full order-to-delivery cycle.
- Support the Sales and Estimating Team by handling the coordination and communication detail, freeing them to focus on relationships and growth.
- Coordinate closely with Estimating, Engineering, and the plant to relay accurate status and surface issues early.
- Help ensure a smooth transition into warranty and post-delivery support.
KEY PERFORMANCE INDICATORS
- Response time: speed and consistency of replies to customer inquiries and updates.
- Proactive-notice rate: delivery-date changes communicated to the customer before the committed date, not after.
- Order accuracy: orders coordinated to delivery with complete information and no avoidable errors.
- Customer satisfaction / health: positive account health and feedback on the post-sale experience.
- CRM accuracy: order records kept complete and current through delivery.
QUALIFICATIONS & EXPERIENCE
- 2+ years in customer service, order management, project coordination, or account support, ideally in manufacturing, construction, or a technical field.
- Robust CRM and organizational skills with a high standard for accuracy.
- Excellent written and verbal communication; comfortable being the customer-facing voice.
- Able to juggle many active orders and priorities without losing track.